Consumer behaviour has changed dramatically during the pandemic. Public health restrictions have played a major role, but a trend toward e-commerce and omni-channel retail was already underway. It has only accelerated.

“Companies now need to show a lot of creativity and resilience. External factors are having a huge impact on operations,” says Charles de Brabant, Executive Director of the Bensadoun School of Retail Management at McGill University. “Consumer behaviour changes, technology changes, and now supply chain disruptions are causing inflationary pressures.